Member Support Expert - Canada

Health can’t wait .

Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t.

Alan exists to end the wait.

Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way.

So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience.

We are on an incredible journey to build a global leading company, with a unique culture . We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR.

Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond.

Who we are

At Alan we are on an important mission to empower everyone to live a longer, healthier life. Our goal is to extend the quality years of life expectancy for everyone.

We empower our members with a ‘one-stop health partner’ model seamlessly integrating insurance, prevention, affordable care access and well-being services. We are redefining healthcare by being both a health insurer and a provider, creating the most member-centric experience in a vast market. We go above and beyond for our members and companies to overcome the day-to-day health obstacles and our product is built to address the biggest pain points they face.

We partner with 37,000+ companies , with 1M+ members , and cumulate $1.2B ARR, growing fast.The team is 700+ people across France , Spain , Belgium , and Canada .

How we do it ?

People joining Alan are often surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:

1. Mission is the Boss: We have a mission-first focus with long-term thinking, where all employees act as owners seeking the company's success above all else.

2. Member & Customer-led: We are obsessively focused on solving customer problems and creating delightful experiences while building trust.

3. Excellence like Athletes: We maintain high standards and talent density, using the Keeper Test to ensure exceptional performance.

4. Enlightened Despots: We combine distributed ownership with accountability, empowering decision-makers while maintaining responsibility.

5. Radically Transparent: We make information accessible and written-first, promoting async communication while protecting sensitive data.

⭐Care at Alan ⭐

Care at Alan means joining a team of 100+ talented, committed and passionate Care experts from with a lot of interactions with Ops, Product, Sales and many other teams at Alan.

Your mission

Your primary mission will be to deliver exceptional member support that is timely, transparent and empowering.

You'll develop deep expertise in healthcare systems to assist both individual members and B2B customers in maximizing value from Alan's products.

Beyond your core role, you'll contribute to company growth by providing insights to improve our products and services, assist with new company onboardings and collaborate across teams to drive strategic initiatives.

Improving Alan

Beyond member support, each Care Expert will own a strategic projects to scale Care operations in Canada and match ambitious business objectives with a stellar member experience:

• Work in close collaboration with Product, Ops, Sales and Insurance team

• Leverage existing processes from Care while continuing to adapt to local context

• High autonomy role within small Canadian team

• Shape Care operations in : flawless onboarding, proactive support, participate in shipping cross-functional improvements to the experience…

• Participate to hiring

Coaching (optional)

Another responsibility will be to mentor more junior members of the Care team, fostering a culture of continuous improvement and knowledge sharing.

⭐ Join The Care team! ⭐️

You would be happy at Alan if you:

• Have a genuine passion for member care and problem-solving

• Demonstrate excellent written and verbal English communication skills

• Are motivated and with a “builder” mindset

• Are comfortable with technology and enthusiastic about using AI-powered tools

• Excel in multi-channel support (chat, email, phone)

• Display strong empathy and maintain composure under pressure

• Show initiative and drive for continuous improvement

• Enjoy collaborating, learning, and sharing knowledge with teammates

Bonus points if you know how the Canadian healthcare system works — if you don't, we will teach you.

Everything else you know is a plus.

We want our team to be made up of a diversity of experiences and backgrounds, so feel free to apply if you come from the following backgrounds:

• Operations

• Project Management

• Product

• Account Management

This position offers competitive compensation including salary, equity, and comprehensive benefits within the A2-B1 range.

ℹ️ To work as a Member Support Expert - Canada you must reside in Toronto, ON or would be willing to relocate here.

⭐️ Profile & Competencies ⭐️

We look for someone with 3+ years of experience.

Hard skills / Behavioural

• Excellent and structured written & oral communication skills in English.

• Outstanding problem-solving skills.

• Great organization skills / Time management skills.

• Ability to simplify complex topics.

Soft skills / Behavioural traits

• User centricity and empathy: Always thinking about the member’s experience first and how to delight them.

• Comfortable in fast-paced environments where there is a high level of uncertainty, ability to remain proactive and biased for action in exploratory project stages, at ease to self-start and work independently with a strong capacity to adapt

• Highly adaptable and fast learner : excited to learn new tools, technologies and methodologies

• Highly organized: able to handle many different tasks in parallel

• Hands-on: not scared of getting their hands dirty and dive into any problem

• Challenger: Portrays a general growth mindset and challenges Alan’s past decisions

• Leadership: Able to attract top talents, lead, mentor and make people grow

Language

• Impeccable written and oral English is a must.

At Alan, we believe that being in good health is a basic need , and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

Therefore, we offer:

• Fair rewards. Generous equity packages complement your base salary

• Hybrid Office. Amazing office space at our Canada HQ where we work ~4 days per week in-person!

• Lunch, Coffee & Great snacks. We believe in spending time together as a team - that includes a lunch allowance when in the office + great coffee and awesome snacks.

• All the tools you need. Top of the range equipment: Macbook Air, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.

• 6-week vacation policy and flexible working hours. Organize your time as you wish.

• Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family.

• Transport. TTC Monthly Pass fully reimbursed.

• GRRSP . We have a generous 4% employer matching program.

• Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.

• Parental leave. Extended parental leave for all new parents.

Important note: we hire people not roles.

After reading this job description, if you feel like you don’t have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply !

Not everybody will enter our recruitment process, but all, no matter how underrepresented, should feel free to apply as it can only bring learnings or success.

Check out our About Alan and Career pages, as well as our Medium , blog and Glassdoor page for more info.